IBM Business Partner

ROLES

TouchpointCX ensures that staff receive customer feedback the way they need to see it and use it. Each dashboard is designed and configured specifically for each role keeping everyone focused on the things they can influence.

EXECUTIVES & BOARDS

LINE MANAGERS & TEAM LEADERS

MARKETERS & PRODUCT SPECIALISTS

CX SPECIALISTS

COUNTER & BRANCH STAFF

CONTACT CENTRE STAFF

DIGITAL & WEB TEAMS

CUSTOMERS

EXECUTIVES & BOARDS

Gauge organisational performance against benchmarks, against the competition and against company goals. Identify where investment, management and leadership resources need to be directed.

LINE MANAGERS & TEAM LEADERS

See the areas where training, coaching and team devlopment are needed most and which staff should be recognised for great performance.

MARKETERS & PRODUCT SPECIALISTS

Find out what aspects of products and campaigns are driving advocacy, which are neutral and indeed which are associated with sub-optimal performance in your distribution channels.

CX SPECIALISTS

Easily explore large volumes of text and verbatim, surface emerging themes, analyse key topics to identify root causes and prioritise actions that have the highest ROI for your organisation.

COUNTER & BRANCH STAFF

Frontline staff see positive and negative feedback left from people they have personally served, motivating them to adapt in the areas they need to.

CONTACT CENTRE STAFF

Add to existing contact centre quality measures with dashboards that let agents see how effective they are in delivering memorable experiences to callers.

DIGITAL & WEB TEAMS

Understand how your digital channels are impacting overall experience as customers navigate across and through different channels to transact or make enquiries.

CUSTOMERS

Make it easy for customer to not only be loyal to your brand but to become your strongest advocates. Reward them by using what they have to say to find ongoing ways to surprise and delight them.